Service support manager

Mitie; Brighton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading facilities management company is seeking a Service Support Manager to oversee service delivery across multiple contracts. The role involves monitoring performance against service level agreements and ensuring compliance with health and safety standards. Ideal candidates will have management experience in soft services, excellent customer service and communication skills, and a valid UK driving licence. The company prides itself on creating better places for communities to thrive, offering a supportive work environment and various employee benefits.

Benefits

Access to a virtual GP

Financial wellbeing support

Flexible lifestyle benefits

High street discounts

Training and development opportunities

Recognition program with cash prizes

Qualifications

• Proven experience managing cleaning operations within facilities management.
• Strong communication and customer service skills.
• Ability to organize and manage time effectively.

Responsibilities

• Build strong relationships with contract clients and conduct audit inspections.
• Monitor performance against SLAs and cleaning specifications.
• Ensure compliance with Health & Safety regulations.

Skills

Previous management experience in soft services/cleaning

Excellent customer service

Communication skills

Strong organisational skills

IT literacy (Microsoft Office)

Full UK clean driving licence

Education

IOSH Health & Safety qualification

Job description

Better places, thriving communities. At Mitie we bring out the best in places. Unlocking their potential so that everyone looks forward to using them and can do their best work in them. From offices and shopping centres to hospitals and airports, we create better places for the communities we serve to thrive.

We're looking for a Service Support Manager who will deliver excellent service standards, while meeting SLA agreements and adhering to cleaning specifications and compliance procedures.

Contract: Multiple Locations
Type: Retail & commercial sites

Role Responsibilities

• Build strong relationships with contract clients and conduct audit inspections.
• Monitor performance against SLAs and cleaning specifications.
• Manage daily employee wages and ensure Health & Safety compliance.
• Follow statutory Fire and Safety regulations to mitigate risks.
• Ensure service delivery across multiple contracts aligns with company policies and procedures (HR, QHSE, RTW, Vetting, Compliance).

What we're looking for

• Previous management experience in soft services/cleaning within facilities management.
• Excellent customer service and communication skills.
• Strong organisational and time management abilities.
• IT literacy, especially in Microsoft Office.
• Full UK clean driving licence (company car provided).
• IOSH Health & Safety qualification desirable.

What we offer you

• Access to a virtual GP for you and your household.
• Financial wellbeing support via Salary Finance, including early pay access and competitive loans.
• Flexible lifestyle benefits through our Choices platform, including extra holidays, insurance, dental care, and tech products.
• High street discounts through MiDeals, cycle-to-work scheme, up to four times salary life cover, enhanced pension contributions, save-as-you-earn scheme, Mitie Matching Share Plan.
• Mitie Stars recognition with cash prizes and chance to win £10,000.
• Diverse training and development avenues to progress your career.

Since 1987, Mitie's 76,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, with clients ranging from household names in banking, critical government sites to hospitals and schools.